Associate Advisor, Revenue Protection

Job Summary:

Manages inbound and outbound customer interactions—via phone, email, chat, and mail—focused on collections and payment processing, while maintaining flexibility to work evenings and weekends as needed.

Job Description:

Handles inbound and outbound customer calls to process payments and collect overdue balances, ensuring timely transactions and improved customer experience.

Responds to customer inquiries across written channels—including email, mail, chat, and social media—to resolve issues promptly and maintain positive engagement.

Utilizes CC&B and related applications to assist customers efficiently and ensure accurate account management.

Supports the Customer Experience contact center during peak volumes to maintain service continuity and customer satisfaction.

Negotiates payment arrangements and account resolutions to reduce delinquent balances and secure revenue.

Communicates escalations clearly to customers during complex calls to manage expectations and ensure transparency.

Identifies and contributes to creative solutions that reduce complaints and strengthen revenue protection.

Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations.

Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services.

Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.

Additional Job Description:

Education:

High School Diploma or equivalent.

Experience:

1 year experience

Experience in customer service

Basic experience with alphanumeric data entry.

Availability to work rotating shifts and outside shift hours.

This position is with IBEW Union 787. If you accept an offer of employment, you will be required to affiliate with the Union.

Competencies (Skills):

Attention to Detail: Ensures accuracy in data entry, documentation, and task execution.

Process Adherence: Follows established procedures and workflows consistently.

Collaboration: Works effectively with team members and other departments.

Time Management: Prioritizes tasks to meet deadlines and support team goals.

Technology Proficiency: Uses office systems (e.g., ERP, HRIS, Excel) to complete tasks efficiently.

License/Certifications:

N/A

Travel Requirements:

Not Required

Physical Demands :

Stationary Position: Constantly

Pushing/ Pulling/ Reaching: Seldom

Kneel: Seldom

Grab: Seldom

Bend: Seldom

Lift/Carry over: 0 - 15 pounds

Vision: 20/20 corrected

Hearing: Receive detailed information if spoken to

Working Conditions:

Wet or humid: Never

Working near or on moving mechanical parts: Never

Working near or on heavy machinery: Never

Working in high places: Never

Exposed to fumes or airborne particles: Never

Frequency of working in outdoor weather conditions: Never

Work with electricity: Never

Loud noise conditions: Seldom

LUMA Energy is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, military status, disability, or any other characteristic protected by federal or local laws.